Responses to on-line AT HOP transaction refund requests
Dan Hawke made this Official Information request to Auckland Transport
The request was partially successful.
From: Dan Hawke
Dear Auckland Transport,
I have recently noticed that types of requests to your organisation never seem to be responded to, or encounter significant delays.
Please provide me with the following informationrelated to AT HOP Refund Requests in the last six months:
- The number of refund requests received by disputing an AT HOP transaction through the AT HOP web site ("Request a Refund" on a registered AT HOP card), and if possible split out by the customer reason selected (Forgot to tag off/Wrong Fare/Another reason).
- The number of these refund requests that were accepted and processed.
- The number of these refund requests that were declined, and the proportion of these that the customer was informed and if possible, split out by the reasons why the refund was declined.
- The average duration for a refund request to be responded to.
Yours faithfully,
Dan Hawke
Good morning Mr Hawke
Please find attached an acknowledgement for information requested from
Auckland Transport under the Local Government Official Information and
Meetings Act 1987.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
Good afternoon Mr Hawke,
Please find attached the information requested under the Local Government
Official Information and Meetings Act 1987 from Auckland Transport.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
Good afternoon Mr Hawke,
Please find attached the information requested under the Local Government
Official Information and Meetings Act 1987 from Auckland Transport.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
From: Dan Hawke
Dear Auckland Transport,
I would like to seek clarification on some of the information.
Firstly, under point 1 you state that reason is "free text", however this is not the case on the form. You can view a screenshot of the refund page I am asking about, along with the categories, here:
https://www.dropbox.com/s/z2tw4edflx7rot...
Secondly, under point 3 are you able to clarify the number of non-duplicate requests (or original requests where there were duplicates) for which the customer did not receive a response, once their request was declined?
Yours sincerely,
Dan Hawke
From: Info (AT)
Thank you for contacting Auckland Transport.
Your enquiry will be referred to a member of our customer services team,
who will respond to you directly or refer your query to the appropriate
business unit.
If you have requested feedback, we aim to respond to all correspondence
within 10 working days.
If you have an urgent enquiry, please phone our call centre on 09 355
3553. The Auckland Transport call centre is open 24 hours a day, 7 days a
week, including public holidays.
Kind regards
Auckland Transport
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550
[1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. file:///tmp/www.aucklandtransport.govt.nz
From: Auckland Transport No Reply
Dear Customer
Thank you for contacting Auckland Transport about LGOIMA: AT HOP.
Your reference number is CAS-276749-C5T0M0.
Your enquiry will be referred to a member of our customer services team,
who will respond to you directly or refer your query to the appropriate
business unit.
If you have requested feedback, we aim to respond to all correspondence
within 20 working days. If your enquiry cannot be responded to in full
within 20 working days, we will inform you of progress and let you know
when to expect a final response.
If you have an urgent enquiry, please phone our call centre on 09 355
3553. The Auckland Transport call centre is open 24 hours a day, 7 days a
week, including public holidays.
Kind regards
Auckland Transport
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550
[1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
Dan Hawke left an annotation ()
I'll escalate it if they don't respond as promised by 11 June (20 working days).
Good afternoon Mr Hawke,
Please find attached a response from Auckland Transport.
Kind regards
Jo Garwood | Auckland Transport
6 Henderson Valley Rd, Henderson, Auckland 0612
Private Bag 92250, Auckland 1142
P 09 355 3553 | F 09 355 3550 | [1]www.aucklandtransport.govt.nz
WARNING This email may contain information which is CONFIDENTIAL and may
be subject to LEGAL PRIVILEGE. If you are not the intended recipient, you
must not peruse, use, disseminate, distribute or copy this email or
attachments. If you have received this in error, please notify us
immediately by return email, facsimile or telephone (call us collect) and
delete this email. Thank you. Phone: +64 9 355 3553 or Fax: +64 9 355
3550. AUCKLAND TRANSPORT ACCEPTS NO RESPONSIBILITY FOR CHANGES MADE TO
THIS EMAIL OR TO ANY ATTACHMENTS AFTER TRANSMISSION FROM AUCKLAND
TRANSPORT. Nothing in this email designates an information system for the
purposes of section 11(a) of the New Zealand Electronic Transaction Act
2002, unless expressly stated otherwise.
References
Visible links
1. http://www.aucklandtransport.govt.nz/
Dan Hawke left an annotation ()
I have proceeded with an Ombudsman complaint in order to try to receive the rest of the information requested. I am open to further suggestions on ways forward regarding the lack of CRM to actually know what proportion of their customers they are actually responding to around refunds.
Ombudsman request follows:
Dear OIA Ombudsman,
I recently received a response to my LGOIMA request to Auckland Transport, their request CAS-247463-K6F3V7 my request FYI-Request-1600 (available online in full at https://fyi.org.nz/request/1600 ).
I am not satisfied that the reason Auckland Transport has given for not providing information around the reasons that customers requested a refund (Item #1 in my request). The customer collection form in question clearly provides a category field, yet Auckland Transport has refused to provide the breakdown of customers selecting each option under 17(e) of the LGOIMA. I dispute this, as I do not think a decision by Auckland Transport to convert the information on receipt into plain text should be classified as the document not existing.
Therefore, I am asking for a determination as to whether choosing to store the data in a certain way is valid justification to say that the original, categorised information does not exist under 17(e).
I am also not satisfied that under Item #3 of my request that Auckland Transport does not have a system in place to know how many of their customers they have never responded to enquiries from - however I am unsure whether you have any remit to comment on this area, as in this case I do accept that the information likely does not exist due to the lack of using a CRM system. However, I would appreciate it if you do have any applicable feedback around this section.
For clarity, I am satisfied with the responses I received to Item #2 and #4 of my request and consider these parts fulfilled.
Regards,
Dan (Daniel) Hawke
Ben Smith left an annotation ()
It's fairly common for web sites to record data via a drop-down list but then store the response as 'free text'. So although users selected a reason using a drop-down, it's very plausible AT could be recording the reason as Free Text, along with any additional information the user enters into the Further Information box.
It's not really best practice because it makes the data harder to summarize (as you can see here!) but it's not so uncommon in my experience.
Things to do with this request
- Add an annotation (to help the requester or others)
- Download a zip file of all correspondence
Offensive? Unsuitable?
Requests for personal information and vexatious requests are not considered valid requests for Official Information (read more).
If you believe this request is not suitable, you can report it for attention by the site administrators
Report this requestAct on what you've learnt
Similar requests
Cause of the Recent Electric Trains being grounded, the fix, and what mitigation is being taken to prevent it in the future
To Auckland Transport by Ben Ross
h noonan left an annotation ()
I certainly hope you've made a complaint about this - the "free text" thing seems like a blatant lie, and AT have a bad habit of assigning reference numbers to complaints and then ignoring them.
Link to this